Overall Experience and Recommendation
The overall experience question has dropped back by 0.1 points from 2019 and is now at the same level as seen in 2018. The distribution of responses is quite similar to previous years, with a small increase in those rating 3 or less and a commensurate decrease in the percentage score 6 or 7. It is notable that the proportion rating their overall experience 8, 9 or 10 has remained unchanged from 2019 (41% of staff taking part in iMatter 2021).
Across the Boards receiving a report, the overall experience mean score ranges from 8.1 for NHS Education for Scotland to 5.9 for Scottish Ambulance Service. As has been seen with the EEI score, although the overall movement is just 0.1, there are much greater movements in individual Board scores.
Overall Experience scores have increased in 2021 for three national support Boards:
- Healthcare Improvement Scotland (+0.5 to 7.6)
- NHS Education for Scotland (+0.4 points to 8.1)
- NHS National Service Scotland (+0.3 points to 7.4)
In contrast, four patient-facing Boards have Overall Experience 0.5 or more below their 2019 scores:
- Golden Jubilee Foundation (-0.9 to 6.5)
- NHS Orkney (-0.7 to 6.2)
- The State Hospital (-0.5 to 6.4)
- NHS 24 (-0.5 to 6.7)
Overall Experience is slightly higher among Local Authority staff with a mean score of 6.9 compared to 6.8 for NHSScotland staff.
The table following shows the mean scores for each of the staff groupings within Local Authority and NHSScotland.
Within NHSScotland, Senior Managers score highest, followed by Personal and Social Care staff. Among Local Authority staff, those working in Business Services score highest and those in Older People Services score lowest.
|Allied Health Profession||6.8|
|Health Science Services||6.8|
|Medical and Dental||6.6|
|Medical and Dental Support||6.9|
|Nursing and Midwifery||6.4|
|Personal and Social Care||7.3|
|Older People Services||6.8|
Within the iMatter questionnaire there are two statements that relate to recommendation:
- I would recommend my organisation as a good place to work
- I would recommend my team as a good one to be a part of
|Recommendation||2017||2018||2019||2021||Movement 2021 – 2019|
|I would recommend my organisation as a good place to work||74||74||74||73||-1|
|I would recommend my team as a good one to be a part of||82||83||83||83||0|
Recommendation of the organisation has declined 1 point from 2019 to 73. It is noted that in the 2020 Everyone Matters Pulse Survey the score was also 73.
The distribution of responses shows that 57% of staff 'agree strongly' or 'agree' that they would recommend their organisation, 25% 'slightly agree', 8% 'disagree' and 11% 'disagree strongly'. A higher percentage (76%) would recommend their team.
Illustrating the link between iMatter and patient care the survey asks staff to say whether they 'would be happy for a friend or relative to access services within my organisation'. This measure remained constant from 2017 to 2019 at a score of 78 and has declined by 1 point in 2021 to 77.
|Patient Services||2017||2018||2019||2021||Movement 2021 – 2019|
|I would be happy for a friend or relative to access services within my organisation||78||78||78||77||-1|
65% of staff would agree that they would be happy for a friend or relative to access services in their organisation, 22% 'slightly agree', 6% 'disagree' and 7% 'disagree strongly'.
The EEI score of 75 is just one point lower than in 2019, despite the turmoil of the last two years. There is quite high consistency across the Geographic Boards, with the majority scoring between 72 and 76. Most Geographic Boards have seen their EEI score decline by 1 or 2 points from 2019. Generally, it is the National Support Boards that have the highest EEI scores and have seen improvement from 2019.
The distribution of scores across Teams, illustrates that there are inconsistencies across the organisation as while 73% of teams score 67 or above, there are a small number (2%) that score 33 or less.
The Overall Experience score of 6.8 is slightly below the 2019 score of 6.9. This suggests that that staff working experience has remain almost unchanged through the COVID-19 pandemic so far. Whilst 41% of staff score 8, 9 or 10, it is noted that almost 1 in 10 staff score their overall experience 4 or less. Overall Experience scores vary by staff grouping, suggesting considerable differences in staff experience depending on their role within the organisation.
The score for staff recommending their team is one of the highest in the whole survey (83) and is unchanged from 2019. Recommendation of the wider organisation is lower (73) and has declined 1 point from 2019.
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